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Customer Success Engineer at Carbon Black
Waltham, MA, US / Boulder, CO, US / Portland, OR, US / Chicago, IL, US

As part of Carbon Black’s Go-to-Market team, the Customer Success Engineer (CSE) is responsible for the technical health of our customers after implementation is complete.  The CSE works directly with customers to proactively review customer environments and make recommendations for best practice configuration and design. 

 

As the ideal candidate, you have both a technical and services/support background that enables you to quickly assess and offer value to Carbon Black’s customers.

 

What You’ll Do

 

  • Proactively identify customers who are not following best practice and are at risk technically
  • Partner with Customer Success Managers (CSM) using established prioritization process to conduct annual Technical Assessments with customers
  • Review various aspects of product configuration and implementation to identify areas of improvement
  • Prepare reports to provide to customer with configuration recommendations
  • Work collaboratively with Support, Engineering, and Professional Services teams to ensure technical health of customers
  • Collaborate with stakeholders on Customer Success and Sales team to strategize on customer account plans
  • 5-10% travel

 

What You’ll Bring

 

  • BA/BS in Computer Science, or equivalent work experience
  • 5+ years customer facing, technical experience, whether in technical support or services role
  • Passionate about customer success
  • Ability to work in a fast-paced environment, balancing multiple priorities
  • Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straightforward manner
  • Detail oriented individual that enjoys the challenge of technical troubleshooting
  • Knowledge of enterprise IT infrastructures and configuration, including support and security operations
  • Strong knowledge of IT security technologies and best practices
  • Knowledge of software implementation and patch management tools
  • Proficient in Windows workstation and server’s configuration, management and supporting technologies/products
  • Security+ or similar security certification preferred
  • Scripting language experience preferred
  • Familiarity with Linux and MacOS
  • Familiarity with SQL and PostgresSQL